Support Account Manager Job (Slough, GB)

About the Role and Responsibilities

Location: Aylesbury or Slough

The Support Account Manager (SAM) is a dedicated support contact for Platinum level Customers. The SAM manages customers’ technical support requests through collaboration with Product Specialists, Tier III, Development and Support Management.

The SAM assists in maintaining efficient and effective communication between our customers and the Product Specialists.

Key Responsibilities:

· Manage customers’ technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Management.

· Principally responsible for the customer’s satisfaction with our support offerings with an emphasis on issue resolution and continued product usage.

· Serve as an advocate on behalf of customers for issues requiring code fixes, patches or feature requests. Follow all documented processes to ensure visibility of the customer’s issue or request within the organization.

· Leverage and involve any or all resources as required according to the severity of the customer’s issues.

· Maintain efficient and effective communication between customers and the Product Specialists. Responsible for all proactive communications regarding product and program information, support ability issues, and strategic product plans.

· Make on site visits to Platinum Customers as defined in the Platinum Handbook. These visits should be forecasted and planned in advance utilizing the Customer Site Visit Manager website.

· Performs on site Protection Analysis for the customer and makes recommendations as to improvements for efficiency and supportability.

· Provide Platinum Support customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues.

· Ensure compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers. These SLA’s include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists.

Qualifications

- Experience in relationship/customer management in a technical environment with named or dedicated accounts
- Knowledge of current Microsoft Operating Systems
- Knowledge of security tools and technologies
- Knowledge of Firewall, VPN, TCP/IP networking protocols
- Experience in managing technical projects
- Ability to identify critical situations and to communicate them to others
- Ability to multitask and prioritize job requirements with minimal supervision
- Strong presentation and negotiation skills
- Excellent Analytical skills
- Excellent English
- Flexible to travel with minimal notice

Desirable:

- Tertiary education, either University or Technical College, in computer science or a related field
- IT Security certifications
- CompTIA Security and/or CISSP Certification preferred
- Strong knowledge of the McAfee Security product line.
- Business Development experience – either as contributor or Manager
- Any additional languages also an advantage

The successful applicant will be subject to background checking. McAfee is an Equal Employment Opportunity employer. We celebrate diversity!

Click here for full EEO statement.

J2W-LI-UK-LC

Job: Sales Support
Primary Location: EMEA-GBR-BEK-Slough
Position Number: 876132
Schedule: Full-time

Louise L Clark LOUISE_CLARK@MCAFEE.COM

Job Segments: Account Manager, Developer, Computer Science, Manager, Business Development, Sales, Technology, Management

View the original article here

Technical Support Engineer Job (Alpharetta, GA, US)

About the Role and Responsibilities

Location: Alpharetta, GA

About the Role:

Safe Never Sleeps…this is who we are. Are you ready to be part of a company that is the market leader and creates innovative security products and solutions? Are you creative in solving problems? Do you like the thought of being a customer’s hero? This is what we do each and every day! You too, can be part of our community of talented employees who create the best experiences for our customers.

Every Technical Support Engineer is vital to the success of this highly effective support function and ensures that our customers are provided with innovative, effective and timely solutions they require to complete their tasks and resolve their issues.

Gold Business Support performs at exceedingly high standards with every customer to ensure that the reputation of McAfee is maintained and can be relied upon to deliver great service and return on investment. We are looking for the best and brightest to join our teams so bring your energy and enthusiasm and put your talents to work in a world class support organization.

McAfee is an Intel company. Innovation is unlimited…and so are career opportunities. Come see what we have for you!

Key Responsibilities:

- The Technical Support Engineer will provide telephone & e-mail based technical support to enterprise customers with an aim of resolving 70% plus within Tier 1
- Document and record each interaction with the customer with clear and concise information/resolution according to McAfee standards of quality on our call logging system
- Maintain excellent customer satisfaction rating while striving for high quality audit scores
- Achieve or exceed departmental goals for Case Management, Email and Phone response times, and Customer Satisfaction scores
- Adhere to McAfee Gold Business Support best practice guidelines

Qualifications

Required Experience/Skills & Education:

- Excellent troubleshooting and analytical skills
- Previous experience working in an IT based telephone support role
- Basic Networking Skills (TCP/IP, DNS, HTTP/HTTPS, LDAP)
- Solid understanding of various Operating Systems Windows XP, Windows 7, Server 2003, Server 2008, Mac OS, Unix
- Experience with ticket logging systems
- Ability to handle technical issues from opening through resolution or escalation to next tier
- Excellent communication skills
- Maintain a high efficiency rating with your call statistics
- Awareness of best practices for case management / customer interaction
- Participate in team activities including but not limited to meetings and training.
- Maintain a high customer satisfaction rating
- Exposure to a wide range of computer operating systems and software with emphasis on navigation, basic troubleshooting, upgrading, and some client/server operations is desired
- Preferred: Microsoft Certified Professional qualification and Security+ Certified

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-GA-Alpharetta
Position Number: 872961
Schedule: Full-time

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta
Job Segments: Technical Support, Developer, Engineer, Unix, Web Design, Technology, Engineering, Creative

View the original article here

Technical Support Engineer Job (Saint Paul, MN, US)

About the Role and Responsibilities

Location: St. Paul, MN

About the Role:

Safe Never Sleeps…this is who we are. Are you ready to be part of a company that provides world class security products and solutions and a market leader? Do you have a passion for creative problem solving? Do you like the thought of being a customer’s hero? We do just that each and every day! You too, can be part of our community of talented employees who create the best experiences for our customers. We are looking for super stars so bring your energy and enthusiasm and put your talents to work in a world class support organization.

McAfee is an Intel company. Innovation is unlimited…and so are career opportunities. Come see what we have for you!

Key Responsibilities:

- Provide proactive and reactive assistance to all external customers
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team
- Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention
- Log all issues into Insight, updating activities to cases, and escalate cases
- Perform duties as assigned by management
- Provide proactive assistance to your specific product
- Trouble-shoot/qualify cases before escalating into Tier-II
- Record and document all issues related to customers both internal and external
- Conference call availability to resolve product issues
- Log all testing, troubleshooting and research done in process of resolution
- Responsible for Customer and Internal Updates
- Produce articles for submission into the current knowledgebase
- Maintain a high level of knowledge and professionalism
- Creation of product troubleshooting guides to assist support teams
- Provide effective and timely communication to support teams
- Document issues within the call tracking system
- Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
- Be available and accessible to fellow co-workers
- Maintain a friendly, open, approachable, positive attitude

Qualifications

Required Experience/ Skills & Education:

- This is an entry level position intended for a new college grad within the past three years
- B.S. in Computer Science or related field
- Strong understanding of Operating Systems such as Unix and Linux
- Experience with networking, TCP/IP, DNS, HTTP/HTTPS, LDAP
- Basic level knowledge of databases (SQL), LDAP services, Siteminder, Identity and Access Mgmt technologies
- Understanding of SOA, XML, SOAP, EDI, Web services and Security
- Basic level knowledge of security and information gathering tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat
- Basic experience with programming/scripting is desirable, but not required
- Basic experience with routers, switches, proxies, or firewalls is desirable
- Strong problem solving skills
- At least 1 year of experience in customer care/customer support
- Ability to multi-task and prioritize job requirements
- Effective problem resolution
- Ability to communicate at multiple levels with customers (i.e. technical / management)
- Excellent at providing positive customer service
- Advanced writing and verbal skills
- Ability to support multiple products simultaneously
- Self-motivated (takes initiative)
- Network or security related certifications desirable

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-MN-St. Paul
Position Number: 872993
Schedule: Full-time

Nearest Major Market: Minneapolis
Job Segments: Technical Support, Developer, Computer Science, Engineer, Web Design, Technology, Engineering, Creative

View the original article here

What Plan of their support from team?

When I say computer "back-up" I'm not talking about an external HDD or any number of software support and online services available to keep your data safe (although this is certainly important to think). I mean how you, as a teleworker / or an independent contractor, to prepare for the inevitable breakdowns in the computer hardware that is going to happen. This is particularly important for independent contractors, that often double as the problem solver of its own technicians.

I keep a cemetery of computer classes in the basement with sufficient spare parts to improvise something in an emergency (most I also can hijack computer of children in a hurry). I keep all my important files backed up online and in an external hard drive, so easily I can access them from a different computer.

This is useful in emergency situations not too. Recently, when a new customer had only training software for Windows XP (children team has no XP!), I had to dig through my treasure of technology. The old portable powder with a broken monitor is connected to an external monitor - and taking up precious space in my dining room. But it is better to lower or delay because we couldn't get done training.

Relying on old junk, is an easy solution for someone like me that computer needs rarely go beyond text and navigation processing for the web. But those with greater computing needs and/or employees, what are you doing?

View the original article here

Tier I Gold Support Analyst - EMEA Job (Aylesbury, GB)

About the Role and Responsibilities

Location: Aylesbury

McAfee Gold Business Support is a diverse mix of highly customer service orientated and technically skilled Technical Support Analysts. The Technical Support Team is made of high level technically savvy engineers that support regions across EMEA, which makes for a very multicultural team. Dealing with customers from so many different backgrounds means that the team has to be quite diverse and adaptable in its approach to working with these vastly different nationalities and cultures.

Every Technical Support Engineer is a vital to the success of this highly effective support function and ensure that our customers are provided with the innovative, effective and timely solutions they require to complete their tasks and resolve their issues.

Gold Business Support works to exceedingly high standards with every customer to ensure that the reputation of McAfee is maintained and can be relied upon to deliver great service and return on investment.

Key Responsibilities

· The Technical Support Engineer will provide telephone & e-mail based technical support to corporate customers with an aim of resolving 70% plus within Tier 1

· Document and record each interaction with the customer with clear and concise information/resolution according to McAfee standards of quality on our call logging system.

· Maintain excellent customer satisfaction rating whilst striving for high quality audit scores

· Achieve or exceed departmental goals for Case Management, Email and Phone response times, and Customer Satisfaction scores

· Adhere to McAfee Gold Business Support best practice guidelines

Qualifications

· Excellent troubleshooting and analytical skills

· Experience of working in an IT based telephone support role

· Basic Networking Skills

· Solid understanding of various Operating Systems Windows XP, Windows 7, Server 2003, Server 2008, Mac OS, UNIX

· Experience of ticket logging systems

· Ability to handle technical issues from opening through to resolution or escalation to next tier

· Excellent communication skills

· Maintain a high efficiency rating with your call statistics

· Awareness of best practices for case management / customer interaction

· Participate in team activities including but not limited to meetings and training.

· Maintain a high customer satisfaction rating.

· Must be fluent in English + German or French

· Exposure to a range of computer operating systems and software with emphasis on navigation, basic troubleshooting, upgrading, and some client/server operations is desired.

· Preferred: Microsoft Certified Professional qualification and Security+ Certified

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Securing Your Digital World™ McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us in the dynamic security industry and experience the meaningful, interesting work that is waiting for you.

Job: Technical Support
Primary Location: EMEA-GBR-BU-Aylesbury
Position Number: 856929
Schedule: Full-time

Job Segments: Information Technology, Help Desk, Developer, Web Design, Unix, Technology, Creative

View the original article here

Technical Support Engineer Job (Santa Clara, CA, US)

About the Role and Responsibilities

Location: Santa Clara, CA

About the Position:

McAfee's 3rd Line Technical Support Team is a diverse mix of highly customer service orientated and technically skilled Technical Support Analysts.

Every Engineer is vital to the success of this highly effective team and ensures that our customers are provided with the innovative, effective and timely solutions they require to complete their tasks and resolve issues.

As the Engineer you will be the key interface between our customers, technical support teams and Research & Development, you will be working with our software engineers on the highest level escalations involving our biggest customers. You will also be a member of the Product Development Core Team where you will represent customers and the McAfee support organization in product development while providing technical product knowledge to groups outside engineering.

If you have a technical background and a passion for security then this could be the opportunity you have been looking for!

Excellent training on products is, of course, provided but it is an advantage if you already have some technical & soft skills as highlighted below:

Key Responsibilities:

- Strong understanding of Microsoft / UNIX operating systems
- Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
- Good SQL skills
- Experience in IT providing technical support
- Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
- Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
- Preferred: MSCE, CCNA, CISSP or similar industry-recognized certifications
- Ability to maintain professional poise under pressure
- Ability to act as a resource and handle highest level of escalation
- Ability to provide technical training to peers and other teams
- Ability to coach and mentor others

Qualifications

Required Experience/Skills & Education:

- At least 3-4 years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelor’s degree, or equivalent applicable working experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Ability to read network logs/captures
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)
- Additional certifications may be added in future as deemed necessary

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-CA-Santa Clara
Position Number: 861252
Schedule: Full-time

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segments: Technical Support, Engineer, Cisco, Developer, Product Development, Technology, Engineering, Research

View the original article here

Tier I - Technical Support Engineer Job (Saint Paul, MN, US)

About the Role and Responsibilities

Location: St. Paul, MN

About the Role:

Safe Never Sleeps…this is who we are. Are you ready to be part of a company that provides world class security products and solutions and a market leader? Do you have a passion for creative problem solving? Do you like the thought of being a customer’s hero? We do just that each and every day! You too, can be part of our community of talented employees who create the best experiences for our customers. We are looking for super stars so bring your energy and enthusiasm and put your talents to work in a world class support organization.

McAfee is an Intel company. Innovation is unlimited…and so are career opportunities. Come see what we have for you!

Key Responsibilities:

- Provide proactive and reactive assistance to all external customers
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team
- Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention
- Log all issues into Insight, updating activities to cases, and escalate cases
- Perform duties as assigned by management
- Provide proactive assistance to your specific product
- Trouble-shoot/qualify cases before escalating into Tier-II
- Record and document all issues related to customers both internal and external
- Conference call availability to resolve product issues
- Log all testing, troubleshooting and research done in process of resolution
- Responsible for Customer and Internal Updates
- Produce articles for submission into the current knowledgebase
- Maintain a high level of knowledge and professionalism
- Creation of product troubleshooting guides to assist support teams
- Provide effective and timely communication to support teams
- Document issues within the call tracking system
- Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
- Be available and accessible to fellow co-workers
- Maintain a friendly, open, approachable, positive attitude

Qualifications

Required Experience/ Skills & Education:

- This is an entry level position intended for a new college grad within the past three years
- B.S. in Computer Science or related field
- Strong understanding of Operating Systems such as Unix and Linux
- Experience with networking, TCP/IP, DNS, HTTP/HTTPS, LDAP
- Basic level knowledge of databases (SQL), LDAP services, Siteminder, Identity and Access Mgmt technologies
- Understanding of SOA, XML, SOAP, EDI, Web services and Security
- Basic level knowledge of security and information gathering tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat
- Basic experience with programming/scripting is desirable, but not required
- Basic experience with routers, switches, proxies, or firewalls is desirable
- Strong problem solving skills
- At least 1 year of experience in customer care/customer support
- Ability to multi-task and prioritize job requirements
- Effective problem resolution
- Ability to communicate at multiple levels with customers (i.e. technical / management)
- Excellent at providing positive customer service
- Advanced writing and verbal skills
- Ability to support multiple products simultaneously
- Self-motivated (takes initiative)
- Network or security related certifications desirable

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-MN-St. Paul
Position Number: 872993
Schedule: Full-time

Nearest Major Market: Minneapolis
Job Segments: Technical Support, Developer, Computer Science, Engineer, Web Design, Technology, Engineering, Creative

View the original article here

Technical Support Engineer Job (Plano, TX, US)

About the Role and Responsibilities

Location: Plano, TX

About the Role:

McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.

As a Tier-II Support Engineer for McAfee, within the McAfee® System Protection Solutions Division, you will be responsible for supporting our entire licensed customer base through a variety of mediums.

Responsibilities

- Provide proactive assistance to all Tier I support groups
- Provide overall escalation management and technical solutions when issues are reported
- Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team
- Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention
- Log all issues into MAX, updating activities to cases, and escalate cases
- Act as focal point for product knowledge on which they are the leads
- Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
- Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's
- Provide 24x7 severity based customer support
- Perform duties as assigned by management

Qualifications

Required Experience/ Skills & Education:

- At least two years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelors degree, or equivalent applicable working experience
- Strong Exchange knowledge - certification required or equivalent work experience
- Strong Domino knowledge - certification required or equivalent work experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired
- Ability to read network logs/captures
- GroupShield Exchange, GroupShield Domino and/or ePolicy Orchestrator knowledge is a bonus
- Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 858455
Schedule: Full-time

Nearest Major Market: Plano
Nearest Secondary Market: Dallas
Job Segments: Technical Support, Developer, Engineer, Cisco, Web Design, Technology, Engineering, Creative

View the original article here

Technical Support Engineer Job (Plano, TX, US)

About the Role and Responsibilities

Location: Plano, TX

About the Role:

McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.

As a Tier-II Support Engineer for McAfee, within the McAfee® System Protection Solutions Division, you will be responsible for supporting our entire licensed customer base through a variety of mediums.

Key Responsibilities:

- Provide proactive assistance to all Tier I support groups
- Provide overall escalation management and technical solutions when issues are reported
- Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team
- Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention
- Log all issues into MAX, updating activities to cases, and escalate cases
- Act as focal point for product knowledge on which they are the leads
- Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
- Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's
- Provide 24x7 severity based customer support
- Perform duties as assigned by management

Qualifications

Required Experience/ Skills & Education:

- At least two years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelors degree, or equivalent applicable working experience
- Strong Exchange knowledge - certification required or equivalent work experience
- Strong Domino knowledge - certification required or equivalent work experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired
- Ability to read network logs/captures
- GroupShield Exchange, GroupShield Domino and/or ePolicy Orchestrator knowledge is a bonus
- Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)
- Additional certifications may be added in future as deemed necessary

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 865905
Schedule: Full-time

Nearest Major Market: Plano
Nearest Secondary Market: Dallas
Job Segments: Technical Support, Developer, Web Design, Engineer, Unix, Technology, Creative, Engineering

View the original article here

Tier III - Technical Support Engineer Job (Mission Viejo, CA, US)

About the Role and Responsibilities

Location: Mission Viejo, CA

About the Position:

McAfee's 3rd Line Technical Support Team is a diverse mix of highly customer service orientated and technically skilled Technical Support Analysts.

Every Engineer is vital to the success of this highly effective team and ensures that our customers are provided with the innovative, effective and timely solutions they require to complete their tasks and resolve issues.

As the Engineer you will be the key interface between our customers, technical support teams and Research & Development, you will be working with our software engineers on the highest level escalations involving our biggest customers. You will also be a member of the Product Development Core Team where you will represent customers and the McAfee support organization in product development while providing technical product knowledge to groups outside engineering.

If you have a technical background and a passion for security then this could be the opportunity you have been looking for!

Excellent training on products is, of course, provided but it is an advantage if you already have some technical & soft skills as highlighted below:

Key Responsibilities:

- Strong understanding of Microsoft / UNIX operating systems
- Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
- Good SQL skills
- Experience in IT providing technical support
- Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
- Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
- Preferred: MSCE, CCNA, CISSP or similar industry-recognized certifications
- Ability to maintain professional poise under pressure
- Ability to act as a resource and handle highest level of escalation
- Ability to provide technical training to peers and other teams
- Ability to coach and mentor others

Qualifications

Required Experience/Skills & Education:

- At least 3-4 years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelor’s degree, or equivalent applicable working experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Ability to read network logs/captures
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)
- Additional certifications may be added in future as deemed necessary

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-CA-Mission Viejo
Position Number: 863304
Schedule: Full-time

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles
Job Segments: Technical Support, Developer, Engineer, Cisco, Network Security, Technology, Engineering, Security

View the original article here

Tier II - Technical Support Engineer Job (Alpharetta, GA, US)

About the Role and Responsibilities

Location: Alpharetta, GA

About the Role:

McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.

As a Tier-II Support Engineer for McAfee, within the McAfee® System Protection Solutions Division, you will be responsible for supporting our entire licensed customer base through a variety of mediums.

Key Responsibilities:

- Provide proactive assistance to all Tier I support groups
- Provide overall escalation management and technical solutions when issues are reported
- Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team
- Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention
- Log all issues into Insight, updating activities to cases, and escalate cases
- Act as focal point for product knowledge on which they are the leads
- Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
- Provide technical problem resolution for McAfee Email Gateway, McAfee Quarantine Manager and McAfee DLP fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's
- Provide 24x7 severity based customer support
- Perform duties as assigned by management

Qualifications

Required Experience/ Skills & Education:

- At least two years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelors degree, or equivalent applicable working experience
- Strong Linux knowledge - certification required or equivalent work experience
- Strong Email (MTA) knowledge - certification required or equivalent work experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Strong MySQL/Postgres knowledge and/or certification desired
- Ability to read network logs/captures
- ePolicy Orchestrator knowledge is a bonus
- Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-GA-Alpharetta
Position Number: 872962
Schedule: Full-time

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta
Job Segments: Technical Support, Developer, Engineer, Unix, Linux, Technology, Engineering

View the original article here

Tier II - Technical Support Engineer Job (Denver, CO, US)

About the Role and Responsibilities

Location: Denver, CO

About the Role:

McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.

As a Tier-II Support Engineer for McAfee, within the McAfee® System Protection Solutions Division, you will be responsible for supporting our entire licensed customer base through a variety of mediums.

Key Responsibilities:

- Provide proactive assistance to all Tier I support groups
- Provide overall escalation management and technical solutions when issues are reported
- Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team
- Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention
- Log all issues into MAX, updating activities to cases, and escalate cases
- Act as focal point for product knowledge on which they are the leads
- Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
- Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's
- Provide 24x7 severity based customer support
- Perform duties as assigned by management

Qualifications

Required Experience/ Skills & Education:

- At least two years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelors degree, or equivalent applicable working experience
- Strong Exchange knowledge - certification required or equivalent work experience
- Strong Domino knowledge - certification required or equivalent work experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired
- Ability to read network logs/captures
- GroupShield Exchange, GroupShield Domino and/or ePolicy Orchestrator knowledge is a bonus
- Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)
- Additional certifications may be added in future as deemed necessary

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Technical Support
Primary Location: NA-USA-CO-Denver
Position Number: 875873
Schedule: Full-time

Nearest Major Market: Denver
Job Segments: Technical Support, Developer, Engineer, Web Design, Cisco, Technology, Engineering, Creative

View the original article here

Tier III Technical Support Engineer Job (Santa Clara, CA, US)

About the Role and Responsibilities

Location: Santa Clara, CA

About the Position:

McAfee's 3rd Line Technical Support Team is a diverse mix of highly customer service orientated and technically skilled Technical Support Analysts.

Every Engineer is vital to the success of this highly effective team and ensures that our customers are provided with the innovative, effective and timely solutions they require to complete their tasks and resolve issues.

As the Engineer you will be the key interface between our customers, technical support teams and Research & Development, you will be working with our software engineers on the highest level escalations involving our biggest customers. You will also be a member of the Product Development Core Team where you will represent customers and the McAfee support organization in product development while providing technical product knowledge to groups outside engineering.

If you have a technical background and a passion for security then this could be the opportunity you have been looking for!

Excellent training on products is, of course, provided but it is an advantage if you already have some technical & soft skills as highlighted below:

Key Responsibilities:
- Strong understanding of Microsoft / UNIX operating systems
- Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
- Good SQL skills
- Experience in IT providing technical support
- Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
- Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
- Preferred: MSCE, CCNA, CISSP or similar industry-recognized certifications
- Ability to maintain professional poise under pressure
- Ability to act as a resource and handle highest level of escalation
- Ability to provide technical training to peers and other teams
- Ability to coach and mentor others

Qualifications

Required Experience/Skills & Education:

- At least 3-4 years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelors degree, or equivalent applicable working experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Ability to read network logs/captures
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)
- Additional certifications may be added in future as deemed necessary

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

McAfee is an Equal Employment Opportunity employer. We celebrate diversity!

Job: Technical Support
Primary Location: NA-USA-CA-Santa Clara
Position Number: 872992
Schedule: Full-time

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segments: Technical Support, Developer, Engineer, Cisco, Web Design, Technology, Engineering, Creative

View the original article here